Management insights: the policy is still quality

Paul Revere Insurance Group implemented the Quality Has Value process four-and-a-half years ago and the program has become a permanent fixture in the company because of its success. Through the years, the basic principle have remained the same but the field force has become much more strongly involv...

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Bibliographic Details
Published inBest's review (Life-health insurance ed.) Vol. 89; no. 2; p. 127
Main Authors Townsend, Patrick L, Townsend, Joan Gebhardt
Format Journal Article
LanguageEnglish
Published Oldwick A.M. Best Company 01.06.1988
EditionLife/health insurance edition
Subjects
Branches
Customer relations
Employee Suggestion Systems
Employees
Insurance
Insurance companies
Management
Motivation
Pym, Jeff
Quality circles
Quality control
Service industries
Service Quality
United States > US
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Summary:Paul Revere Insurance Group implemented the Quality Has Value process four-and-a-half years ago and the program has become a permanent fixture in the company because of its success. Through the years, the basic principle have remained the same but the field force has become much more strongly involved in the process and there has been the transition from a centrally located assessment plan based on predetermined levels of achievement to one of self- assessment evaluated by 125 quality teams. The ingredients of the program include nonvoluntary participation, definitions of quality and customers, and its incorporation of gratitude and trust.
ISSN:0005-9706